Refund policy

Charon Games Refund & Return Policy

Effective Date: 1 August 2025

Your satisfaction is important to us. This policy outlines the conditions and procedures for returns and refunds for products purchased from Charon Games in New Zealand. Please review our policy carefully before making a purchase.

Returns

We have a 10-working-day return policy. This means you have 10 working days from the date you receive your item to request a return. Products must be returned to Charon Games at your own expense, and only after prior agreement has been made with us.

Before sending any items back, you must first contact us at info@charongames.co.nz to let us know you wish to return goods and receive approval.

Charon Games accepts returned goods under the following conditions:

  • Incorrect Product: The product you received is not as advertised on our website.
  • Manufacturing Defect: The product you received is faulty due to a manufacturing defect. This will require assessment by our team.
  • Change of Mind: Change of mind returns are accepted at our discretion on a case-by-case basis. These returns may incur a restocking fee of 20% of the purchase price. Please note that the original shipping/freight costs are non-refundable for change-of-mind returns.

To be eligible for a return, your item must be in the same condition that you received it: unused and in its original, unopened packaging. You will also need the receipt or proof of purchase.

Damages and Issues in Transit

Charon Games takes great care in packing all products to ensure a safe delivery. Please inspect your order upon reception and contact us immediately if the item is defective or if you receive the wrong item so that we can evaluate the issue and make it right.

Unfortunately, we are unable to provide replacements or refunds for goods that have been damaged in transit by the courier or postal service.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned. This includes:

  • Custom products (such as special orders).
  • Paints, glues, or other consumable hobby supplies.
  • Hazardous materials, flammable liquids, or gases.
  • Sale items.
  • Gift cards.

Please get in touch at info@charongames.co.nz if you have questions or concerns about your specific item.

Returning Goods Procedure

  1. Contact Us: Email Charon Games at info@charongames.co.nz to request a return and explain the reason.
  2. Get Approval: Wait for confirmation and approval from our team. Items sent back to us without first requesting a return will not be accepted.
  3. Send Your Return: Once approved, package the goods carefully to ensure they arrive undamaged and send them to the following address:
    Charon Games
    32 Wildberry Street,
    Woolston, Christchurch 8023,
    New Zealand

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method, less any applicable restocking or freight fees. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

For any questions about our refund and return policy for games and hobby supplies, please contact us at info@charongames.co.nz.